Associate Technical Support

This is a remote position.

We are searching for our client, a global IT company, an Associate Technical Support to join their business in Romania

Scope

• We’re looking for a customer-obsessed Product Support Specialist to provide exceptional technical support for audio products (headphones, earbuds, speakers, soundbars, and smart home devices).
  

• You’ll troubleshoot hardware/software issues, guide customers through setup and connectivity (Bluetooth/Wi-Fi), and ensure a premium experience that reflects the brand.
  

Responsibilities 

• Customer Support: Deliver multi-channel support (phone, chat, email, social) with empathy, clarity, and efficiency.
  

• Technical Troubleshooting: Diagnose and resolve product issues including Bluetooth pairing, audio quality, ANC performance, firmware updates, app connectivity, voice assistant integrations (Alexa/Google), and product resets.
  

• Workflow & Tools: Log all cases in the CRM (e.g., Salesforce/Zendesk), follow documented SOPs, and escalate to Tier 2/Engineering when needed.
  

• Warranty & Service: Validate warranty, initiate replacements/repairs (RMA), track logistics, and educate customers on care and maintenance.
  

• Knowledge Management: Contribute to and improve knowledge base articles, FAQs, macros, and troubleshooting flows.
  

• Customer Advocacy: Capture product feedback and recurring defects; partner with QA/Engineering/PM to drive fixes and product improvements.
  

• Quality & Compliance: Meet or exceed targets (CSAT, FCR, AHT, QA), adhere to data privacy/security standards, and follow brand tone of voice.
  

Qualifications

• Experience: 1–3 years in technical customer support (consumer electronics, audio, or IoT preferred).
  

• Native/C1/B2 level [Dutch/ Italian] language skills in combination with excellent English language.
  

Technical Skills:

• Strong understanding of Bluetooth, Wi-Fi, device pairing, and mobile OS settings (iOS/Android).
  

• Familiarity with firmware updates, driver issues (desktop), and app troubleshooting.
  

• Comfort using CRM/ticketing systems and remote diagnostics tools.
  

• Soft Skills: Exceptional communication, active listening, de-escalation, and problem-solving; calm under pressure.
  

• Nice to Have: Audio fundamentals (codecs, impedance, latency), home theater basics (HDMI ARC/eARC, CEC), smart assistant ecosystems.
  

• Education: Bachelor’s degree preferred or equivalent experience.
  

If you know of anyone within your network who may also be interested in this position,would you please forward this ‘Email & Role’ to them.

Please note:

1. That we do all we can to respond to all applications but if we have not contacted you within 2 days following your application - its likely we have not shortlisted your CV for the position.
   

2. Manning Global cannot consider your application for this role if you are working for the customer we are recruiting for
   

3. If you are working for the client we are representing, but have confirmation you are leaving a permanent or contract position, please discuss this with us, so we can discuss representation with you.
   

4. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the originator of the message. Any views expressed in this message are those of the individual sender.
   

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